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Troubleshooting
 
Are you having trouble? Use this section to help you troubleshoot the most common difficulties. If you still require assistance, a link to email Technical Support is located at the end of each question.

Top Topics & FAQs

Have You Run The Audio Setup Wizard Yet?
If you're having difficulty with poor sound quality or volume, you should try the "Audio Setup Wizard." This is an interactive help tool that will optimize your computer for best sound quality. To launch the wizard:
  1. Open the 1-TO-ALL Dialer main window
  2. From the "Options" menu select "Audio Setup Wizard"
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I Can't Hear The Person On The Other End - They Can't Hear Me
There are several reasons why you may be experiencing this difficulty. Read through this troubleshooting checklist to find the answer to your problem. If you still have a questions after reviewing this list, there is a link to email support for further assistance.
  1. Make sure that both your microphone and speakers are connected to your computer in the proper inputs. Even if you are using a headset, there is often a separate plug for both your headset speakers and the affixed microphone.

  2. Make sure you have run the "audio setup wizard" as described in the previous question.

  3. Check to see if your speakers & microphone have their own volume levels and increase the level.

  4. Make sure the speaker volume is turned up on your 1-TO-ALL Dialer. The volume control is located to the left of the dialing pad located on the main window of your 1-TO-ALL Dialer.

  5. Make sure your Windows audio volume is not set to "mute". Double-click on the speaker icon in your system tray (lower-right corner of the screen next to your PC clock) and check to see that none of the "mute" options are checked.

  6. If the speaker icon is not in your system tray, from your Window "Start" menu:

    • Select SETTINGS - > CONTROL PANEL
    • Click the "Multimedia" icon
    • Make sure the "Show the volume control icon in the system tray" option is checked
    • Click "OK" and follow the previous step

  7. Make sure nothing else is running on your computer (CD player,MP3 player, answering machine, etc.) that may be using your sound card. Close out of all programs and try placing the call again.

If you are connected to the internet and logged into the 1-TO-ALL network, you should be able to place both PC-to-Phone and PC-to-PC calls. If you are still experiencing difficulties, you can send support an email from the link provided below.

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I Received An "Invalid Number" Or "Unauthorized Number" Error Message
You have tried to place a 1-TO-ALL call and received the following messages: "You have dialed an unauthorized number" or "You have dialed an invalid number."

There are several reasons why you can get the "unauthorized" or "invalid" number message. The following checklist of items may help to solve your problem.
  1. Make sure that you are connected to the Internet and logged into the 1-TO-ALL network. The blue display window on your 1-TO-ALL Dialer software displays your status. If you are logged-in, your screen will say "ONLINE" under your username.

  2. Make sure you have dialed a valid phone number including area code. Certain numbers, such as local information (555 - 1212), are not allowed for billing reasons.

  3. If calling a regular phone number within the U.S., make sure the number "1" is in the international pull down box (to the immediate left of the dialing box on your software). This should be set to 1 as the default.

  4. If you are calling a regular phone outside of the U.S., make sure you have used the international pull down menu to select the country you are calling. The pull down will automatically select the correct "country code" for you. You may also want to check to see if you have funds in your account.

  5. If the city code of the phone number begins with a zero, try dialing the number without the zero.
If you continue to receive this error message, please contact 1-TO-ALL Support by sending an e-mail to support@1-to-all.com.
 

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I Get The "You Cannot Make A Call While You Are Offline" Error
You are trying to make a call while you are not connected to the network or not connected to the internet.
  1. Make sure you are connected to the internet and then choose File/Connect.
  2. If you have already created a username, enter your username and password when prompted.
  3. If you have not created a username, choose "Get Username and Password" and complete the registration process.

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Find The Audio Device Used By 1-TO-ALL Dialer
To find the audio device used by 1-TO-ALL Dialer, take the following steps:
  1. In 1-TO-ALL Dialer's main window, click on Options and choose Preferences from the drop-down menu
  2. Click on the "Phone" tab
  3. The Audio Device section lists both the speaker and microphone devices used by 1-TO-ALL Dialer.

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Find The Default/Preferred Audio Device
To find the computer's default audio device, take the following steps:
  1. From your Window "Start" menu, Select SETTINGS - > CONTROL PANEL (on Win 2000 and ME it's called Sound and Multimedia) and select the audio tab.
  2. Your default/preferred audio device should be listed in the playback and record sections.

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The 1-TO-ALL Dialer Audio Setup Wizard Is Not Working
 
Your computer's default/preferred audio device must match the audio device listed in 1-TO-ALL Dialer (see "I get an Audio Device In Use Or Busy Error Message" FAQ). Any other comments you feel might be helpful in quickly resolving this problem:
  1. Your account number
  2. Your preferred e-mail address
  3. Your phone number
  4. Your operating system (Win 98, 2000, ME, etc)*
  5. The make and model of your computer*
  6. The browser and the version you use*
  7. The type of Internet connection you have (Cable Modem, phone modem (include speed), DSL).
  8. Your Internet provider (AOL, MSN, Road Runner, your workplace network, etc)
  9. Your sound card (see Find the default/preferred audio device)
  10. Have you been able to launch and call using prior versions 1-TO-ALL software (for instance, 1-TO-ALL 10.6)
  11. Have you been able to launch 1-TO-ALL Dialer? If so, have you been able to make a phone call w/ 1-TO-ALL Dialer?
  12. The build of your 1-TO-ALL Dialer (find this in the /Help menu under /About. It will be a 4-digit number directly below the version number.
Notes: * You can find the information for these questions by right clicking on the My Computer icon on your desktop and choosing Properties from the menu and then clicking the General tab.

*** To find out the build number, click on 1-TO-ALL Dialer's Help menu and choose About 1-TO-ALL Dialer. The build number is the 4-digit number directly below the version number.
 

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Have You Run The Audio Setup Wizard Yet?
If you are having difficulty with poor sound quality or volume, you should try the "Audio Setup Wizard." This is an interactive help tool that will optimize your computer for best sound quality. To launch the wizard:
  1. Open the 1-TO-ALL Dialer main window
  2. From the "Options" menu select "Audio Setup Wizard"
This will launch the setup application. Follow the instructions on your screen and your PC should be set for optimum sound! However, we recommend a good headset for the best call experience.
 

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I Do Not Have Any Sound Or The Sound Is Choppy
If you have no sound or your sound is choppy and you have recently upgraded to windows 98/ME, you may have a resource conflict or incorrect sound card driver. See Microsoft Product Support Services FAQ Choppy Sound or No Sound Using WDM Drivers (Q192046).

Any other comments you feel might be helpful in quickly resolving this problem:
  1. Your account number and or username
  2. Your preferred e-mail address
  3. Your phone number
  4. Your operating system (Win 98, 2000, ME, etc)*
  5. The make and model of your computer *
  6. The browser and the version you use*
  7. The type of Internet connection you have (Cable Modem, phone modem (include speed), DSL).
  8. Your Internet provider (AOL, MSN, Road Runner, your workplace network, etc
  9. Your sound card (see Find the default/preferred audio device)
  10. Have you been able to launch and call using prior versions of 1-TO-ALL software (for instance, 1-TO-ALL 10.6)
  11. Have you been able to launch 1-TO-ALL Dialer? If so, have you been able to make a phone call w/1-TO-ALL Dialer?
  12. The 1-TO-ALL Dialer build number ***
Notes: * You can find the information for these questions by right clicking on the My Computer icon on your desktop and choosing Properties from the menu and then clicking the General tab.

*** To find out the build number, click on 1-TO-ALL Dialer's Help menu and choose About 1-TO-ALL Dialer. The build number is the 4-digit number directly below the version number.
 

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I Receive A "204" Error When I Try To Make A Call
With 1-TO-ALL Dialer open, go to Options > Preferences > Network, click "Restore Defaults," then choose "Set Gateway Manually," and click OK. Try to make a call.

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I Receive A "205" Error When I Try To Make A Call
This error message means that 1-TO-ALL Dialer was unable to access required server resources. Please check your Internet connection and try again.

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When I Try To Make A Call, I Keep Getting A Message Telling Me I Can't Make A Call When I'm Offline
You should first check to see if you have lost your connection to the internet. If you are connected to the internet, exit 1-TO-ALL Dialer by right clicking on the 1-TO-ALL Dialer System Tray icon and choosing exit. After 1-TO-ALL Dialer has completely closed, restart it by double clicking on the desktop icon.

If 1-TO-ALL Dialer still doesn't connect, either you are behind a firewall or the internet connection to our servers is temporarily not working. If you are connected to the Internet and our servers are not temporarily unreachable, then it is likely that you are connected to the Internet through a firewall. While we cannot guarantee that 1-TO-ALL will work on systems that are behind a firewall, many systems do with a small adjustment to the registry entry for UDP and/or getting your systems manager to open specific ports. For a discussion about these changes please see the FAQ entitled, "Connecting from behind a firewall".
 

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